Title: Head of Sales & Service Experience
He aha ai tātou – Why us?
At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.
Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.
Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.
Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.
Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.
“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”
Ko tō tūranga – your role
As Head of Sales & Service Experience, you will lead how One New Zealand designs and improves end-to-end sales and service journeys across every customer channel. This is a pivotal leadership role responsible for ensuring new products, services, technology changes, and transformation initiatives are shaped with both customer and frontline experience in mind from the outset.
You will bring together journey design, service design, channel readiness, and change leadership to create simple, connected, and commercially effective experiences across digital, assisted, retail, partner, self-service, and AI-enabled channels.
Working across Customer Delivery & Operations and in partnership with Product, Marketing, Technology, AI & Data, and channel leaders, you will drive the standards, frameworks, and capabilities that make experiences easier, more consistent, and ready for successful delivery at scale. You will also lead strategic experience and change input into major programmes, while shaping continuous improvement initiatives that reduce friction, improve adoption, and deliver measurable customer, frontline, revenue, and cost-to-serve outcomes.
Ko tō mahi – what you’ll do
- Lead and evolve One NZ’s sales and service journey framework, design standards, and channel experience guardrails across all customer channels
- Maintain deep understanding of channel operations, customer interaction models and frontline workflows to ensure experience designs are operationally effective and executable.
- Define the experience requirements, service design principles and future-state vision for customer-facing technology, agent tools and channel capabilities.
- Ensure customer and frontline experience requirements are built into initiatives from the start, with clear standards and outcome measures
- Lead journey and service design activity, including journey blueprints, service models, workflows, and readiness requirements
- Own the channel change framework, including impact assessment, sequencing, readiness, communications, training, and adoption planning
- Ensure initiatives are channel-ready before launch, with risks to customer experience, frontline adoption, and operational performance identified and managed
- Lead delivery of in-channel technology, customer experience, and efficiency initiatives, including prioritisation, OKRs, governance, and benefit tracking
- Act as the customer experience and change lead for key strategic programmes, including T-One / Salesforce and Identity
- Partner with Product, Marketing, Technology, AI & Data, Business Services, and channel leaders to deliver better customer, frontline, and commercial outcomes
- Use customer, frontline, operational, and commercial insights to identify pain points and drive continuous improvement
- Build journey, design, and change maturity across Customer Delivery & Operations through consistent standards and ways of working
Na tōu rourou - what you’ll bring
- Extensive experience leading journey design, service design, customer experience, or transformation delivery in a complex omni-channel environment
- Strong understanding of sales and service operating models across digital, assisted, retail, partner, self-service, and AI-enabled channels
- Proven ability to develop and embed journey frameworks, service standards, and change approaches that improve consistency and execution
- Experience working closely with Product, Technology, and delivery teams to ensure customer and frontline needs are built into solutions from the outset
- Strong change leadership capability, including impact assessment, readiness planning, communications, training, and adoption
- Experience influencing major transformation programmes, ideally across CRM, digital, identity, AI-enabled service, or contact centre environments
- Strong human-centred design, systems thinking, and problem-solving skills, with the ability to turn complexity into practical outcomes
- Proven people leadership experience, with the ability to build high-performing teams, create accountability, and lift organisational capability
- CRM, contact centre, or digital transformation experience, with Salesforce experience preferred
- Passion for building an experience-led culture and mentoring others to grow journey and design capability across the organisation
Nā mātou te rourou – what you’ll get
- One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments.
- A fully subsidised Southern Cross health insurance cover for you and your family.
- Lifestyle leave, giving you the option to purchase an extra week or two of annual leave.
- Discounts on One New Zealand products, services and much more!
We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.
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